Help On Demand for Agents and Brokers September 27, 2018 1 - PowerPoint PPT Presentation

Help On Demand for Agents and Brokers September 27, 2018 1

Intended Audience The intended audience for this webinar is agents and brokers who are interested in participating in Help On Demand for plan year (PY) 2019. Please be advised that this is not an open press call. Members of the press or a media outlet should disconnect the call at this time and contact the Centers for Medicare & Medicaid Services (CMS) Press Office for further information. 2

Disclaimer The information provided in this presentation is intended only as a general informal summary of technical legal standards. It is not intended to take the place of the statutes, regulations, and formal policy guidance that it is based upon. This presentation summarizes current policy and operations as of the date it was presented. Links to certain source documents have been provided for your reference. We encourage audience members to refer to the applicable statutes, regulations, and other interpretive materials for complete and current information about the requirements that apply to them. This document generally is not intended for use in the State - based Marketplaces (SBMs), but some of the material in it might be relevant if you are in a state with an SBM that is using HealthCare.gov for eligibility and enrollment. Please review the guidance on our Agents and Brokers Resources webpage (http://go.cms.gov/CCIIOAB) and Marketplace.CMS.gov to learn more. Unless indicated otherwise, the general references to “Marketplace” in the presentation only include Federally - facilitated Marketplaces (FFMs) and State - based Marketplaces on the Federal Platform (SBM - FPs). This communication was printed, published, or produced and disseminated at U.S. taxpayer expense. 3

Webinar Agenda • What is Help On Demand? • Participate in Help On Demand • Register for Help On Demand • Update Your Help On Demand Profile • Working with Consumers Using Help On Demand • Best Practices • Help On Demand Resources 4

Help On Demand for Agents and Brokers What is Help On Demand? 5

What is Help On Demand? Help On Demand is a real - time consumer assistance referral system that connects individuals with Marketplace - registered, licensed agents and brokers in their area who can provide immediate assistance with Marketplace plan selection and enrollment. The Help On Demand technology is hosted by BigWave Systems. As an agent or broker, you must complete Marketplace training and registration for PY 2019 to be eligible to participate in Help On Demand. You must also be licensed and hold a valid health line of authority in the state(s) where you are assisting consumers with enrollment in Marketplace plans. 6

How Does It Work? 7

Benefits of Help On Demand Consumers can connect quickly with agents and brokers near them. Consumers who request assistance through Help On Demand are matched with an agent or broker who generally accepts their request for assistance in less than 15 minutes. Agents and brokers can maintain a flexible schedule. Agents and brokers can set standard operating hours on Help On Demand, or sign on whenever they are available to help consumers, 24 hours a day, 7 days a week. Agents and brokers can avoid unnecessary costs. Unlike other industry systems, Help On Demand is provided to consumers and agents and brokers at no cost. 8

Improvements for Plan Year 2019 • The Help On Demand system was first available for consumers in the fall of 2017. • Approximately 5,300 agents and brokers 62% of agents and brokers participated during the last Open Enrollment felt that Help On Demand period. helped them maximize • CMS feedback from these early users led to enrollments during PY 2018 improvements to the end - user experience for PY 2019: – More actively highlight Help On Demand to consumers on HealthCare.gov – Implement technical enhancements to improve 89% of agents and brokers are likely to participate in functionality for agents and brokers Help On Demand for PY – Provide enhanced training and resources to 2019 maximize agent and broker participation 9

Agent and Broker Testimonials I absolutely love Help on Demand. Customers love the personalized service, I love the new leads and business, and most leads that I have had, I would say 90% lead to me helping them with their HealthCare.gov application. It was easy to use and I was able to expand my reach to help others that would not have found me otherwise. The program was very helpful and I hope to continue my participation. THANK YOU. This is a great option for the consumer and the agent. They need help and I can provide it. I believe that the system will only get better and I think it had a great start. IT IS OPPORTUNITY UNLIMITED!!!!!!!!! 10

Plan Year 2019 Health Insurance Marketplace Help On Demand for Agents and Brokers Registration and Training for Returning Agents and Brokers Participate in Help On Demand

Get Ready to Participate in Help On Demand In order to participate in Help On Demand, you must: • Complete Marketplace registration and training for PY 2019 at https://portal.cms.gov. • Ensure you have an active state license and health line of authority for the state(s) where you plan to offer assistance with enrollment in Marketplace plans. • Confirm that your National Producer Number (NPN) is listed on the Agent and Broker FFM Registration Completion List for PY 2019 at: https://data.healthcare.gov/ffm_ab_registration_lists. • You also can elect to display your contact information in your Marketplace Learning Management System (MLMS) profile. If you select “I don’t want my contact information displayed and do not want to participate in Find Local Help or Help On Demand,” you will NOT be able to participate in Find Local Help or Help On Demand until you update your settings in the MLMS. 12

Complete Help On Demand Training Once you register with the Marketplace and complete the required training for PY 2019, you will be ready to complete training for Help On Demand! Simply complete these three steps: • Complete the required, self - paced Help On Demand training at http://training-help-on-demand.ardx.us/. • Certify your completion by filling out and submitting the last slide of the training with your: o Name o Email address (be sure to use the same email address you used to set up your MLMS profile) o NPN • After you complete training, you will receive an email from BigWave Systems to activate your Help On Demand account. Note: If you actively participated in Help On Demand during PY 2018, you are not required to retake Help On Demand training. Your account is active and will remain active as long as you complete PY 2019 13 Marketplace training and registration with CMS.

Activate Your Help On Demand Account After you have successfully completed training, you must register with Help On Demand, which is powered by BigWave Systems. • BigWave Systems will send you an email invitation from noreply@bigwavesystems.com to the email address listed in your MLMS profile. • This email will contain a unique link you can use to activate your Help On Demand account. o The link expires after 48 - hours, so be sure to act fast! o If you did not receive an email invitation after completing the Help On Demand training, check your spam folder to make sure it was not filtered by your email provider. • Select the link provided in the email to activate your account and follow the instructions to begin your registration. Note: If you actively participated in Help On Demand during PY 2018, you do not need to reactivate your Help on Demand account. Your account is active and will remain active as long as you complete PY 2019 14 Marketplace training and registration with CMS.

Plan Year 2019 Health Insurance Marketplace Help On Demand for Agents and Brokers Registration and Training for Returning Agents and Brokers Register for Help On Demand

Register for Help On Demand Once you receive access to Help On Demand, you will need to complete the registration page. Once you have entered your information, review the BigWave Systems Terms of Use and select Sign - Up. 16

Register for Help On Demand • Setting your Preferred Contact Method is an important step. It determines how you will receive referral notifications from Help On Demand. • There are three (3) options: o Email & Text o Email & App Notification o Email Only • Due to the fast - paced nature of Help On Demand, you are strongly encouraged to receive text messages or app notifications in addition to emails. Receiving notifications via email only can cause delays and lost referrals. 17

Register for Help On Demand BigWave Systems will display a notification that your registration is complete. You will also receive an email confirming your access to BigWave Systems. Be sure to save this email, which contains the link to log into BigWave Systems: www.bigwavesystems.com. 18

Log into Help On Demand Log into Help On Demand through the BigWave Systems website, www.bigwavesystems.com, with your username and password. 19

Accept Help On Demand Terms of Use 20

Plan Year 2019 Health Insurance Marketplace Help On Demand for Agents and Brokers Registration and Training for Returning Agents and Brokers Update Your Help On Demand Profile 21